Configuring Unsubscribe Settings Configuring Unsubscribe Settings
Use the Email| Unsubscribe Settings screen to configure unsubscribe links and text that will be appended to outbound email correspondence, enabling customers to unsubscribe from being sent by support representatives via the Desktop, Customer Profile, and Opportunity screens. You can configure links to launch a new email or mySupport. A customer’s unsubscribe status can be changed via a rule or the Unsubscribe Status field in the Customer Profile screen.
Configured links and text will be appended to outbound email correspondence.
To configure this feature:
Use the Change Unsubscribe Status permission in the Support Representative Profile screen to control a support representative’s ability to change a customer’s unsubscribe status and override it.
Use the following fields to configure unsubscribe links and text that will be appended to outbound email correspondence.
| Include Unsubscribe Text | Select Yes to display fields for configuring unsubscribe links and text that will be appended to outbound email correspondence. |
| mySupport Link Text | Enter the text to appear for the link that will launch the mySupport portal and an Unsubscribe dialog for the customer to enter their email address. This link corresponds to the URL to mySupport Unsubscribe include field, so be sure to use that include field in the Unsubscribe Text field. |
| Email Link Text | Enter the text to appear for the link that will launch the user’s email client and create a new email as shown in the example below. This link corresponds to the URL to Email Unsubscribe include field, so be sure to use that include field in the Unsubscribe Text field. |
| Email Link To Address | Enter the email address to populate the To field in the email launched when the user clicks the link text entered in the Email Link Text field. |
| Unsubscribe Text | Enter the text that will be appended to outbound email correspondence sent by support representatives via the Desktop, Customer Profile, and Opportunity screens. Click the Include Fields link to insert the URL to mySupport Unsubscribe include field for launching the mySupport portal Unsubscribe dialog and/or the URL to Email Unsubscribe include field for launching the user’s email client and creating a new email. |
After a customer has unsubscribed, the status in the Unsubscribe Status field in the Customer Profile screen will change to Unsubscribed. Other options for the Unsubscribe Status field include:
If a support representative has permission to change the status in the Unsubscribe Status field in the Customer Profile screen, the prompt “Customer has unsubscribed from correspondence. Click Continue to proceed.” will appear when a correspondence is initiated for a customer with an Unsubscribed status, and the Include Unsubscribe Text option will be included in the Correspondence screen for overriding the Do Not Include Unsubscribe Text status. If a support representative does not have this permission, the Correspondence menu option will be disabled in the Customer Profile and Opportunity screens and the support representative will not be able to send correspondence to unsubscribed customers via the Desktop.
You can use the Add Unsubscribe Status condition in a Customer rule to perform an action such as changing a customer profile field value or sending a notification based on the unsubscribe status. You can also change the unsubscribe status via a customer rule action.
